About Helprace

Helprace is a customer service software for startups, small businesses and enterprises. Helprace allows companies to track, manage and sort conversations with their customers. With Helprace, users can manage emails with a ticketing help desk, offer a knowledge base and a customer community. Users can submit feedback according to four channels: questions, ideas, problems and praise. This results in a seamless integration of one-on-one and self-service support.

Helprace integrates multiple tools together for great customer service, including tickets, email management, customer community, feedback, docs & knowledge base. To help users manage tickets and emails, Helprace supports ticket assignment, ticket activity log and email signature technology, plus custom fields, multiple inboxes, auto-replies, and more. Helprace also provides reporting tools, which give users insight into the busiest time of day, response times, replies to solve, resolution time, and customer satisfaction.

Community and feedback technology supports customer voting, questions and answers, user feedback, and internal communities. Moderation tools allow users to approve posts and comments before they go live, or review them afterwards. A list of Helprace's common features include localization, spam filtering, tagging, and a WYSIWYG Editor. With the WYSIWYG Editor, users can edit tickets, articles and topics visually. Using the Helprace REST API, users can integrate their helpdesk with their website or app. Security features include social sign-in, SSL encryption, single sign-on, and HIPAA compliance, plus PCI compliance (Level 1).

Key benefits of Helprace

  • Full help desk functionality:
    Set case rules, workflows, saved actions, manage user contact cards and analyze reports on help desk activity. Looks like email to customers.

  • Email integration:
    Integrate Helprace help desk with existing email providers. Email client with "#" commands. Set up a custom email address.

  • Feedback system:
    The Helprace feedback community and tab lets users share feedback in 4 ways: ask a question, share an idea, report a problem, give praise. Disable what isn't needed.

  • Build a FAQ:
    Build a Question-Answer site and get customers to participate. Mark replies as best, set categories, customize voting. Agents collision detection and the ability to save drafts.

  • Self-service knowledge base:
    Helprace indexes all knowledge base articles in search results. Articles support rich text, media. Build a public, private or staff-only knowledge base.

  • Customer community:
    Customers can participate in a community to help one-another or interact with the user's brand. Improve SEO and draw traffic to the site. Community activity is fully integrated with the help desk.

  • Powerful search engine:
    Helprace uses contextual search and suggestions that appear as users type in their query. Search suggestions minimize duplicate tickets, questions, feedback or bug reports.

  • Multiple "spaces", unlimited admins, agents and end-users:
    Organizations that offer multiple products or services can build multiple portals.

  • Reporting:
    Busiest time of day, response time, replies to solve, resolution, happiness, team reports. Set custom dates, business hours. Set report views, compare and print reports.

  • Customizable:
    Set CSS, Header, Footer, Head tags. Localized to all languages. Set custom ticket and user fields. GA Integrations, Developer API, SSO, SSL Encryption and Social Sign in.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    Arabic, Chinese, Czech, Danish, Dutch and 21 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

    Images

    Help Desk System (Admin Panel)
    Knowledge Base System
    Customer Feedback and Community
    Feedback Widget
    Support Ticket Reporting
    Help Desk Reporting
    View 7 more
    Helprace video
    Helprace screenshot: Help Desk System (Admin Panel) Helprace screenshot: Knowledge Base System Helprace screenshot: Customer Feedback and Community Helprace screenshot: Feedback Widget Helprace screenshot: Support Ticket Reporting Helprace screenshot: Help Desk Reporting

    Features

    Total features of Helprace: 102

    • 360 Degree Feedback
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Management
    • Activity Tracking
    • Activity/News Feed
    • Administrative Reporting
    • Alerts / Escalation
    • Alerts/Notifications
    • Anti Spam
    • Assignment Management
    • Auto-Responders
    • Automated Routing
    • Call Center Management
    • Case Management
    • Cataloging/Categorization
    • Categorisation/Grouping
    • Channel Management
    • Client Portal
    • Collaboration Tools
    • Complaint Monitoring
    • Contact Management
    • Content Management
    • Corrective and Preventive Actions (CAPA)
    • Customer Accounts
    • Customer Activity Tracking
    • Customer Complaint Tracking
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customizable Branding
    • Customizable Categories
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customizable Templates
    • Data Import/Export
    • Decision Support Software
    • Discussions / Forums
    • Document Storage
    • Email Management
    • Email Templates
    • Email Tracking
    • Event Triggered Actions
    • Feedback Management
    • Forum / Discussion Board
    • Full Text Search
    • HIPAA Compliant
    • IT Asset Management
    • Idea Ranking
    • Ideation / Crowdsourcing
    • Inbox Management
    • Interaction Tracking
    • Interaction Tracking
    • Issue Management
    • Issue Tracking
    • Knowledge Base Management
    • Lead Management
    • Monitoring
    • Multi-Channel Communication
    • Multi-Language
    • Multi-Location
    • Multiple User Accounts
    • Network Monitoring
    • Online Forums
    • Performance Metrics
    • Polls/Voting
    • Preview Functionality
    • Prioritization
    • Quality Assurance
    • Queue Management
    • Ratings / Reviews
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real-time Updates
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • Rules-Based Workflow
    • SSL Security
    • Scheduled / Automated Reports
    • Search/Filter
    • Self Service Portal
    • Semantic Search
    • Service Level Agreement (SLA) Management
    • Single Sign On
    • Social Media Integration
    • Status Tracking
    • Support Ticket Management
    • Support Ticket Tracking
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Task Management
    • Third Party Integrations
    • Ticket Management
    • WYSIWYG Editor
    • Website Integration
    • Widgets
    • Workflow Management

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    Reviews

    Overall rating

    4,7 /5
    (7)
    Value for Money
    4/5
    Features
    3,8/5
    Ease of Use
    4,7/5
    Customer Support
    4,3/5

    Already have Helprace?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 7
    Alex K.
    Overall rating
    • Industry: Internet
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Helprace makes our customers happy

    Reviewed on 2015/12/26

    As a software depeloper, I am happy with Helprace. I use the ticketing and community applications....

    As a software depeloper, I am happy with Helprace. I use the ticketing and community applications. I actually look forward to reading new ideas, questions, (and even issues) that are brought up by my users. It can be challenging to address everyone, but it's great that communication is transparent and visible to others who may have the same question. Another thing to note is that we moved straight from email, so the help desk was a breath of fresh air for my small support team of 4. I can see what everyone is doing, and get notified when the going gets tough and I need to intervene. With the help of internal notes, canned responses and tags, we can build a pool of great replies so that we can offer faster service later. This, coupled with the community shows our customers that we care about their business. We find that most customers will look into the community before asking a question. That way, if a customer gets their answer within a few seconds, they will feel that much more confident about the brand. Last but not least, I really like how the customer doesn't have to sign in to send a ticket or browse the community. Of course, if they'd like to join in on the conversation, they need to sign in, but social sign-in makes it super easy. I'd like the ability to integrate Helprace with Slack but I guess that's because we rely on it so much.

    Pros

    I really like the way Helprace seamlessly blends the help desk and the community. Some customer conversations deserve to be in the open and some need to be private. This doesn't only help deflect ticket numbers but it keeps our customers happy.

    Cons

    I'd like to integrate Helprace with Slack because we all use it around the office and love it.

    Piotr K.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Monthly for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Great feedback and support software

    Reviewed on 2020/07/21

    We migrated fro UserVoice after they raised price 11 fold. We are a very satisfied customer since...

    We migrated fro UserVoice after they raised price 11 fold. We are a very satisfied customer since then.

    Pros

    I love the integration of ticketing system, forum and ideas/feedback forum.

    Cons

    There are some small UX issues but I can't remember any right now.

    Jacob P.
    Overall rating
    • Industry: Retail
    • Company size: Self Employed
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    Terrible Software

    Reviewed on 2018/09/16

    I have suggested many features to the Helprace team and the response always said is " We'll to take...

    I have suggested many features to the Helprace team and the response always said is " We'll to take your request into consideration" They never ask you to elaborate further like any other company would and they never thank you

    Pros

    I love that I can view my customer information all in one place within the customers tab

    Cons

    I hate that I have to subscribe to different parts of the service just to have a complete software to support my customers. I cannot even get my customers to email me during the free trial let alone using it. The forums feature does not work for me, It's often slow when loading and the features suck.

    Ken L.
    Overall rating
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Very effective and easy to use

    Reviewed on 2018/05/10

    great customer help portal with minimum efforts

    great customer help portal with minimum efforts

    Pros

    cost effective and easy to use. very effective in giving customers a help and support platforms and services

    Cons

    integration with other CSM or email services that are commonly used in the customer service industry

    Henry W.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

    Great Product

    Reviewed on 2016/01/09

    I have been in the IT world for several years. I faced trouble to maintain communication with our...

    I have been in the IT world for several years. I faced trouble to maintain communication with our customer. I was trying to find out solution and finally got it! Helprace is an awesome help desk with a self-service portal in one simple app. This is the first reply and i am very much benefited to use this. Flexibility to customize the wide range of features for specific application or special reporting needs. Software support has been attentive and effective. It appears to be effective at keeping malware out. My entire customer is very happy now for getting quick services. I am very impressed with this product.

    Showing 5 reviews of 7 Read all reviews

    Helprace FAQs

    Below are some frequently asked questions for Helprace.

    Helprace offers the following pricing plans:

    • Starting from: US$10,00/month
    • Pricing model: Free, Subscription
    • Free Trial: Available

    Choose from the following plans: Tickets ($10/agent/month) Community ($10/agent/month) Docs ($10/agent/month) Self-Service ($20/agent/month) Helpdesk ($20/agent/month) Complete ($30/agent/month) Free, 30-day trial on all plans

    We do not have any information about Helprace features

    Helprace has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    Helprace supports the following languages:

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian

    Helprace supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Helprace integrates with the following applications:

    Email Validation, Facebook, Google Analytics, WordPress

    Helprace offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

    Related categories

    See all software categories found for Helprace.